RT-001 Return loop, your door to the atelier and back
The return loop: within 30 days of delivery, contact us, pack the item unworn with its tags, ship it back to our Barcelona atelier, where it is inspected, and your refund is issued within 1 to 3 business days to your original payment method.
| Step | Stage | What happens | Who |
|---|---|---|---|
| 1 | Contact us | Through the contact form or WhatsApp, with your order number. We confirm the return. | You |
| 2 | Pack it | Unworn, unwashed, tags attached, original packaging and accessories included. | You |
| 3 | Ship it back | A tracked service, at your own cost. Freight collect is not accepted. | You |
| 4 | Inspected and refunded | Checked at the atelier, then refunded to your original payment method. | Moontians |
| Item | Returnable | Why | |
|---|---|---|---|
| 01 | Unworn, tags on, original packaging | Yes | Meets the return conditions |
| 02 | Custom, personalised or engraved | No | Made for you |
| 03 | Gift cards | No | Final |
| 04 | Pop-up events and outlet sales | No | Final sale |
| 05 | Mystery box items | No | Final sale |
| 06 | Items marked final sale | No | Final sale |
30-day returns and exchanges — no questions asked within the return window.
In accordance with EU Consumer Rights Directive 2011/83/EU.
Ready to start a return or exchange online? Use our secure self-service form — no emails or calls needed.
Start a return →Start a return by contacting our team — we'll guide you through every step.
Contact us via the contact form or WhatsApp to initiate your return or exchange.
Items must be unworn, with original tags and packaging intact. Do not remove protective stickers or accessories.
Ship the item back at your own cost. We do not accept freight collect (postage due) shipments.
Once received and inspected, your refund is processed within 1–3 business days to your original payment method.
Items must meet the conditions below to be eligible for a full refund.
The following items cannot be returned or exchanged under any circumstances.
To exchange for a different size or product, return the original item and place a new order.
Contact us first to confirm your desired size or item is in stock before sending back the original. Return shipping is at your own cost.
Print / HalftoneAnswers to the most common questions about returns, exchanges, and refunds.
Contact our customer service team via the contact form or WhatsApp (+34 602 68 82 66). Once your request is confirmed, ship the item back to us at your own cost. We will process your refund or exchange upon receipt and inspection.
You have 30 days from the date of delivery to return or exchange an item. During promotional periods (e.g. sales, Black Friday), special conditions may apply and the return window may differ — these will be communicated at the time of purchase.
The item must be unworn, unwashed, and in its original condition with all tags still attached and original packaging included. Items that show signs of wear, damage, or missing tags will not be accepted.
The following items are non-returnable: custom or engraved jewellery, gift cards, items purchased at pop-up events or outlet sales, mystery box items, and items marked as final sale.
Refunds are processed within 1 to 3 business days once the returned item has been received and inspected. The refund will be issued to your original payment method. You will receive an email confirmation once processed. Please allow an additional 3–5 business days for the amount to appear depending on your bank.
Return shipping costs are the customer's responsibility. Moontians does not accept freight collect (postage due) shipments. We recommend using a tracked shipping service to ensure safe delivery — we cannot be held responsible for items lost in transit.
Purchases made in store can only be returned or exchanged at the same store. Online returns are only available for orders placed through moontians.com.
If the item you received is not what you ordered or has a manufacturing defect, contact us directly at hello@moontians.com with your order number, a photo of the item, and a description of the issue. Do not ship the item back before contacting us — we will handle it directly and arrange everything for you.
Ready to start a return?
Contact our team and we'll guide you through the process.
